Director, Client Success

Summary

Join our team as a Director of Client Success and drive client satisfaction, retention, and growth levels by developing and implementing strategies that foster long-term relationships with our clients.

Requirements

• A bachelor's degree in business or healthcare or a related field, an MBA, or an advanced degree is preferred
• 10-15 years of healthcare experience is preferred
• 12+ years of experience in client success, account management, or related client-facing roles in healthcare
• Proven experience leading and scaling client success teams, with a track record of driving client satisfaction, retention, and growth
• Strong interpersonal and communication skills with the ability to build relationships with C-level executives
• Analytical mindset with the ability to interpret data and make informed, strategic decisions
• Experience with client success platforms (e.g., Gainsight, Salesforce) and CRM systems
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
• Client-focused with a passion for delivering exceptional client experiences in healthcare

Responsibilities

• Build and maintain strong relationships with key clients, acting as a trusted advisor
• Serve as the escalation point for complex client issues, driving swift resolution and client satisfaction
• Accountable for the success of the client. Client Value comes first
• Accountable for the client being an unambiguously positive reference for Rialtic in the marketplace
• Focus on client retention, upsell opportunities, and long-term growth by understanding client needs and aligning our solutions to meet those needs
• Drive initiatives to reduce churn and increase client lifetime value with Rialtic
• Work closely with Content, Client Experience, Sales, Product, and Engineering teams to ensure seamless onboarding, and ongoing client management
• Share client feedback with internal teams to improve product offerings and services to provide our clientele with the most value to make payment integrity accessible
• Continuously assess and refine client success processes, tools, and systems to increase efficiency, client satisfaction, and scalability
• Implement best practices and frameworks for client engagement
• Track, analyze, and report on client success metrics, including retention rates, Net Promoter Scores (NPS), and other KPIs
• Use data-driven insights to inform decision-making and optimize client strategies to upsell and hit revenue targets
• Oversee the creation and delivery of client education programs, webinars, and resources to ensure clients are empowered to make the most of our solutions at Rialtic

Benefits

• Competitive salary
• Performance-based bonuses
• Comprehensive health, dental, and vision insurance
• Retirement savings plan with company match
• Generous paid time off and holidays
• Professional development opportunities and continuous learning